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Santander Consumer USA, Inc. complaints

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PO Box 961245
Fort Worth, TX 76161 | Get Directions

(888) 222-4227

http://www.santanderconsumerus...

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Total Amount in Dispute:
$272,276.00

Total Amount Settled:
$0.00

Complaint Experience

28%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaints typically allege account issues, problems with billing, payments are not applied correctly, and issues with collection calls.

Complaint Closing Statistics

43 complaints against Santander Consumer USA, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
15	Agreed to make an adjustment
9	Refusing to make an adjustment
11	Refuse to adjust, relying on terms of agreement
8	Unanswered

43 complaints against Santander Consumer USA, Inc.

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5/9/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

4/9/2024

I was three months behind in my payments I made a payment early April and was told that if I made another one I could put two payments behind the loan. I made the payment and then was told I was not eligible. The customer service reps should not be able to give out incorrect information. I spoke with a supervisor and he said there was nothing he could do. Resolution Sought I would like for them to assure that their reps provide the correct information. It appears that they lie to get you to make payments.

Company Response

4/26/2024

Please be advised we responded to the customer directly.

5/8/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $11,872.29 Amount Settled: $0.00

Customer Complaint

4/3/2024

I have no knowledge of anything being sent to me as of the vehicle being sold after repossession and auction. Still saying I owe the balance no update on balance after auction of vehicle. 2015 Cadillac ATS. Resolution Sought Removed off credit if possible at all.

Company Response

4/25/2024

To Whom It May Concern: We received your correspondence on April 9, 2024, regarding the above referenced consumer. Please be advised that in regard to the complaint filed by Ms. Harvey, Santander Consumer USA Inc. has responded directly to customer and sent a response to them via first class mail. Thank you for allowing us the opportunity to address the concerns of Ms.Harvey. Sincerely,

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